Explora on DPP just not being delivered...

I ordered an Explora through the DPP offer on the 26th of November. A debit order for the R99 fee was deducted from my account on the 30th. I was told that I would be contacted within a day or two of the debit order and that the decoder would be delivered within a week from that. It is the 8th of December now and I have not heard from Multichoice yet. I have phoned Multichoice three times to follow up and each time I get told that they can see that the payment was recieved but that there 'must be something wrong' because I should have been sent a refference number with delivery detail via sms. I keep getting promised that the problem will be escalated but I have not found a single explaination of what went wrong nor when I can expect my Explora. This is horrible service!